A West Palm Beach, Florida woman says that after she applied CoverGirl Bombshell Volume mascara several times, her eyelashes fell out. The 21-year-old woman told ABC News that “I was using eye make-up remover on a cotton ball and I was just wiping downwards on my eyelashes and all of a sudden I looked down and on the cotton ball was a chunk of eyelashes with the mascara still attached to it.”

Other consumers have echoed the woman’s complaints online.

CoverGirl says it is including new instructions in the mascara’s packaging and has created an online video to instruct consumers about how to properly remove CoverGirl Bombshell Volume mascara. The company issued a statement saying: “We’ve taken steps to more broadly communicate the need to use an oil-based remover with long-lasting mascaras.” Users of the mascara are urged to apply mineral oil to the mascara and wait a few moments before attempting to remove it.

CoverGirl also sent a $15 voucher to the woman who’s eyelashes fell out.

A physician indicated that the woman’s eyelashes would likely grow back in about eight weeks.